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216 lines
12 KiB
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E-mail settings
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===============
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The settings at "Settings" → "E-mail" allow you to customize the emails that pretix sends to the participants of your
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event.
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.. thumbnail:: ../../screens/event/settings_email.png
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:align: center
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:class: screenshot
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The page is separated into four parts: "E-mail settings", "E-mail design", "E-mail content" and "SMTP settings".
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We will explain all of them in detail on this page.
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E-mail settings
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---------------
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The upper part of the page contains settings that are relevant for the generation of all e-mails alike. Those are
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currently:
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Subject prefix
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This text will be prepended to the subject of all e-mails that are related to your event. For example, if you
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set this to "dc2018" all subjects will be formatted like "[dc2018] Your payment was successful".
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Sender address
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All e-mails will be sent with this address in the "From" field. If you use an email address at a custom domain,
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we strongly recommend to use the SMTP settings below as well, otherwise your e-mails might be detected as spam
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due to the `Sender Policy Framework`_ and similar mechanisms.
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Sender name
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This is the name associated with the sender address. By default, this is your event name.
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Signature
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This text will be appended to all e-mails in form of a signature. This might be useful e.g. to add your contact
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details or any legal information that needs to be included with the e-mails.
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Bcc address
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This email address will receive a copy of every event-related email.
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Attach calendar files
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With this option, every order confirmation mail will include an ics file with name, date and location of
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your event. It can be imported into many digital calendars.
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Sales Channels for Checkout Emails
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When you are using multiple sales channel, you may want to decide that mails for order and payment confirmation
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are only to be sent for some sales channels. For orders created through the default online shop, these emails
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must always be send. A similar option is available for ticket download reminders.
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E-mail design
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-------------
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In this part, you can choose and preview the layout of your emails. More layouts can be added by pretix plugins.
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E-mail content
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--------------
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The next part of the page allows you to customize the exact texts of all e-mails sent by the system automatically.
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You can click on the different boxes to expand them and see the texts.
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Within the texts, you can use placeholders that will later by replaced by values depending on the event or order. Below
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every text box is a list of supported placeholders, but currently the following are defined (not every placeholder
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is valid in every text):
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============================== ===============================================================================
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Placeholder Description
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============================== ===============================================================================
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event The event name
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event_slug The event's short form
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code In case of the waiting list, the voucher code to redeem
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currency The currency used for the event (three-letter code)
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total The order's total value
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total_with_currency The order's total value with a localized currency sign
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refund_amount (For cancellation emails) The amount of money that will be refunded, including
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the currency
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payment_info Information text specific to the payment method (e.g. banking details)
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url An URL pointing to the download/status page of the order
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url_info_change An URL pointing to the page of the order that can be used to change ticket
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information
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url_products_change An URL pointing to the page of the order that can be used to change the products
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in the order
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url_cancel An URL pointing to the page of the order that can be used to cancel the order
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name, name_* Any name that can be used to address the recipient (e.g. name from invoice address,
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name from first ticket, …)
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invoice_name, invoice_name_* The name field of the invoice address
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invoice_company The company field of the invoice address
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attendee_name, attendee_name_* The name of the attendee represented by the ticket
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expire_date The order's expiration date
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comment When rejecting an order, this will contain the reason for the rejection
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date The same as ``expire_date``, but in a different e-mail (for backwards
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compatibility)
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orders A list of orders including links to their status pages, specific to the "resend
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link (requested by user)" e-mail
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hours In case of the waiting list, the number of hours the voucher code is valid
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product In case of the waiting list, the product that has become available
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voucher_list When sending out vouchers in bulk, this will be replaced with the list of
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vouchers
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============================== ===============================================================================
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The different e-mails are explained in the following:
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Placed Order
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This e-mail is sent out to every order directly after the order has been received, except if the order total
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is zero (see below). It should specify that/how the order is to be paid.
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Paid Order
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This e-mail is sent out as soon as the payment for an order has been received and should give the customer
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more information on how to proceed, e.g. by downloading their ticket.
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Free Order
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This e-mail is sent out instead of "Placed Order" and "Paid Order" if the order total is zero. It therefore should
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tell the same information, except asking the customer for completing their payment.
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Resend link
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Sent by admin
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This e-mail will be sent out if you click the "Resend link" next to the e-mail address field on the order detail
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page. It should include the link to the order and can be sent to users e.g. if they lost their original e-mails.
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Requested by user
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Customers can also request a link to all orders they created using their e-mail address themselves by filling
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out a form on the website. In this case, they will receive an e-mail containing a list of all orders they created
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with the respective links.
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Order changed
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This e-mail is sent out if you change the content of the order and choose to notify the user about it.
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Payment reminder
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This e-mail is sent out a certain number of days before the order's expiry date. You can specify the number of days
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before the expiry date that this should happen and the e-mail will only ever be sent if you do specify such a
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number. The text should ask the customer to complete the payment, tell the options on how to do so and the
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consequences if no payment is received (ticket gone, depending on your other settings). You should also include
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a way to contact you in case of questions.
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Waiting list notification
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If you enable the waiting list feature, this is the mail that will be sent out if a ticket is assigned to a person on
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the waiting list. It should include the voucher that needs to be redeemed to get the free spot and tell how long
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that voucher is valid and where to redeem it.
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Order canceled
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This e-mail is sent to a customer if their order has been canceled.
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Order custom mail
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You can use pretix' admin interface to directly send an e-mail with a custom text to the customer of a specific
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order. In this case, this will be the default text and might save you time by not having to re-type all of it every
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time.
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Reminder to download tickets
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If you want, you can configure an email that will be send out a number of days before your event to remind
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attendees to download their tickets. The e-mail should include a link to the ticket download. This e-mail will only
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ever be sent if you specify a number of days.
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Order approval process
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If you configure one of your products to "require approval", orders of that product will not immediately be confirmed
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but only after you approved them manually. In this case, the following e-mail templates will be sent out.
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Received order
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After an order has been received, this e-mail will be sent automatically instead of the "order placed" e-mail from
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above.
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Approved order
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This e-mail will be sent after you manually approved an order. This should include instructions to pay for the order,
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which is why this will only be used for a paid order. For a free order, the "free order" e-mail from above will
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be sent.
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Denied order
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This e-mail will be sent out to customers when their order has been denied.
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SMTP settings
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-------------
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If you want to send your e-mails via your own e-mail address, we strongly recommend to use SMTP for this purpose.
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SMTP is a protocol that is used by e-mail clients to communicate with e-mail servers. Using SMTP, pretix can talk to
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your e-mail service provider the same way that e.g. the e-mail app on your phone can.
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Your e-mail provider will most likely have a document that tells you the settings for the various fields to fill in
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here (hostname, port, username, password, encryption).
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With the checkbox "Use custom SMTP server" you can turn using your SMTP server on or off completely. With the
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button "Save and test custom SMTP connection", you can test if the connection and authentication to your SMTP server
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succeeds, even before turning that checkbox on.
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Spam issues
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-----------
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If you use an email address of your own domain as a sender address and do not use a custom SMTP server, it is very
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likely that at least some of your emails will go to the spam folders of their recipients. We **strongly recommend**
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to use your organization's SMTP server in this case, making your email really come from your organization. If you don't
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want that or cannot do that, you should add the pretix application server to your SPF record.
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If you are using our hosted service at pretix.eu, you can add the following to your SPF record::
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include:_spf.pretix.eu
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A complete record could look like this::
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v=spf1 a mx include:_spf.pretix.eu ~all
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Make sure to read up on the `SPF specification`_.
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If you want to authenticate your emails with `DKIM`_, set up a ``CNAME`` record for the subdomain ``pretix._domainkey``
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pointing to ``dkim.pretix.eu``::
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pretix._domainkey.mydomain.com. CNAME dkim.pretix.eu.
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Then, please contact support@pretix.eu and we will enable DKIM for your domain on our mail servers.
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For senders with larger volumes, Google Mail also requires you to have a `DMARC`_ policy (that may however be ``p=none``).
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.. note:: Many SMTP servers impose rate limits on the sent emails, such as a maximum number of emails sent per hour.
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These SMTP servers are often not suitable for use with pretix, in case you want to send an email to many
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hundreds or thousands of ticket buyers. Depending on how the rate limit is implemented, emails might be lost
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in this case, as pretix only retries email delivery for a certain time period.
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.. _DKIM: https://en.wikipedia.org/wiki/DomainKeys_Identified_Mail
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.. _Sender Policy Framework: https://en.wikipedia.org/wiki/Sender_Policy_Framework
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.. _SPF specification: http://www.open-spf.org/SPF_Record_Syntax
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.. _DMARC: https://en.wikipedia.org/wiki/DMARC |